I've moved into an OVO supplied property and signed up - Why can't I get access to my account?

Thanks for that. I thought I was going mad...

Thanks for your post ​@scorpio66 and a warm welcome to the OVO Forum! I hope you’re well.

​@Blastoise186 thanks for your great help as always 😁. ​@scorpio66 Do you pay monthly for your energy, or do you top up your meter (Pay As You Go)? I only ask as you’d posted in the Pay As You Go section of the Forum. I’ve moved the post into the ‘My Account’ area for now, but can move it back if you’re Pay As You Go.

If you pay monthly for your energy then you’ll have access to an online account and app on which you can manage your account, and view your combined balance for gas and electricity. Here’s a collection of tutorial guides that tell you how to do everything on the online account and app:

If you’re a Pay As You Go customer, then you won’t have access to the online account and app. Instead, you’ll have access to the OVO Top Up app, on which you can view your meter balance and make top up payments. However, this is only available if you have smart meters installed. If they’re traditional key and card meters then you won’t have any online access at all, and will need to top the meters up manually.

I hope this helps, and please do let us know if you’ve got any further questions - we’ve got a really helpful community here who are always happy to lend a hand!

Cheers!

Long story short. Received the ‘Welcome to your new Home’ letter from OVO, set up new account using given Ac No. Wouldn't recognise Ac No, spoke to Helpline, that issue resolved and continued to set-up account. Then received a ‘Ready to finish setting up your online account?’ email to confirm email address. Done. Tried to log-on, but just get the ‘We're working on a new website for you’ page - I’m wondering if this is the OVO equivalent of the ‘blue screen of death’?  Any help appreciated as I’m reluctant to lose an hour+ waiting on the Helpline.

Hi ​@TheCol ,

I’d suggest trying Live Chat instead via https://ovoenergy.com/help - it’ll be MUCH faster and they can sort this out for you. Make sure you’re using https://my.ovoenergy.com to login as well. It could just be things are still setting up!

Alternatively, try OVO’s Social Media Team - they’re almost always around.

Roger that, many thanks...

I think we’ve seen this sort of hiccup before, perhaps caused by browser settings or cookie confusion. Try opening a private (e.g. ‘incognito’) browser window, then visiting my.ovoenergy.com. Any joy?

Welcome to the OVO Forum ​@TheCol, and happy new year!

I’m wondering whether the online account wasn’t quite set up properly when you were trying to log in. The setting up of everything may be taking longer as well due to the festive break. 

Please could you let us know whether you’ve been able to log in yet? This article may be helpful if not:

So it seems extremely strange that since I’ve moved in and got ovo energy supplier Its impossible to pay a bill online because their website is down since forever or the app that now doesn't allow me to log in saying login failure. 

It’s so insane 

You’ll probably find a solution if you just click on the link that should appear at the foot of your question:

​@Foxofor welcome to the OVO Forum. To log in for the first time, please follow these steps:

• Visit https://my.ovoenergy.com/login
• Click ‘set up account’
• Enter your email address
• You’ll be sent an email containing a link from which to set a new password
• Once you’ve set the password you’ll have access

If you’re still having issues let us know. This article should be helpful: